"ICM subsystem in IVR receives call control events such as call cleared, call transferred etc from ICM as well as JTAPI (call manager). Hence, in some cases, this results in race conditions where ICM susbsystem processes the event coming from JTAPI and immediately receives another event for the same call control operation from ICM. In such cases, the second request fails because the event is already processed by IVR and hence we see DISPATCH_FAILURE exceptions in the logs, which are purely benign.

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In normal scenarios, ICM susbsystem(in IVR) notifies the ICM that the call is cleared as soon as it processes the event from JTAPI, in which case ICM does not send another call cleared request to IVR. However, in some cases it may so happen that ICM and JTAPI send this event almost at the same time due to which we see DISPATCH_FAILURE exceptions in the logs as explained above. These exceptions can be ignored as they do not result in any failures in the system."

Based on the exceptions, Isolate the issues into the following -

Based on the exceptions, Isolate the issues into the following -

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=== JTAPI issues ===

=== JTAPI issues ===

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Many a times, calls fail in IVR/ICM due to telephony/JTAPI issues. Refer to the [[#Cisco Unified Communications Manager Telephony Subsystem]] and check whether the calls are failing at JTAPI level due to which ICM subsystem is unable to process calls in IPIVR.

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Many a times, calls fail in IVR/ICM due to telephony/JTAPI issues. Refer to the [http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Cisco_Unified_Communications_Manager_Telephony_Subsystem Cisco Unified Communications Manager Telephony Subsystem] section and check whether the calls are failing at JTAPI level due to which ICM subsystem is unable to process calls in IPIVR.

=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===

=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===

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* [[ ICM subsystem is in OUT OF SERVICE state from IVR side and also the VRU PIM stays in IDLE state rather than ACTIVE state in the ICM peripheral gateway. ]]

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* [[ ICM subsystem is in OUT OF SERVICE state from IVR side and also the VRU PIM stays in IDLE state rather than ACTIVE state in the ICM peripheral gateway ]]

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* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE. ]]

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* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE ]]

=== Call Flow Issues ===

=== Call Flow Issues ===

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* [[ Calls are failing in IVR and user hears busy tone for these calls. ]]

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* [[ Calls are failing in IVR and user hears busy tone for these calls ]]

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* [[IVR sends wrong values to ICM for the call variables.]]

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* [[IVR sends wrong values to ICM for the call variables ]]

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* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR.]]

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* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR ]]

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* [[Intermittent Translation Route to VRU failure.]]

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* [[Intermittent Translation Route to VRU failure ]]

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* [[ Call reserves an agent although caller hanged in IPIVR. ]]

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* [[ Call reserves an agent although caller hanged in IPIVR ]]

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* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery. ]]

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* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery ]]

=== Set up Issues ===

=== Set up Issues ===

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* [[ Calls are failing in IVR intermittently – Some calls go through successfully and some fail intermittently and it may seem like the TCP connection is broken from the VRU PIM side at the time of the failed calls. ]]

* [[ Calls are failing in IVR intermittently – Some calls go through successfully and some fail intermittently and it may seem like the TCP connection is broken from the VRU PIM side at the time of the failed calls. ]]

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* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR. ]]

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* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR ]]